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How Call Centers are BeingReshaped by Smartphones, Social  Media and Fed-Up Consumers           March 7, 2012         Brou...
How Call Centers are Being  Reshaped by Smartphones, Social    Media and Fed-Up ConsumersToday’s speaker:                 ...
Whatphonesusedto do:         3
Whatphonesdo now:          4
What callcentersused to do:What theydo now:              5
What hashamperedcall center   the dialpadinnovation?              the dialtone
Today’s webinar1.   Three big flaws in the call center experience2.   Removing the barriers to call center innovation3.   ...
The call center “pipeline”              Waiting     Exchanging   Discussing Navigating              on hold        info   ...
Navigation             9
The navigation problem• The keypad is inherently limited.• We’re locked-in to a spec created in 1960!• Decades of research...
Voice recognition• Was supposed to be the cure-all solution but has  not lived up to expectations.• Great for certain use-...
Waiting on Hold                  12
Waiting on hold• Everybody hates it.• It’s a “lose-lose” approach  to queuing.• There is an obvious  alternative…         ...
Getting info to agents       “Can I have your         customer ID?”  “Do you have a reference    number?”     “Please read...
Getting info to agents  Callers often have to repeat   information.  Agent time wasted waiting for a caller   to find in...
Revisiting the “big 3” flaws         We know the solutions!       Phone menus      Visual navigation                      ...
Revisiting the “big 3” flaws         We know the solutions!       Phone menus      Visual navigation      Waiting on hold ...
Revisiting the “big 3” flaws         We know the solutions!       Phone menus      Visual navigation      Waiting on hold ...
Fixing the“dialpad”barrier
Web + Smartphone                =An interactive visual interface for         nearly everyone                              ...
Smartphone growth     Data covers the 3 months ending May 2011.     Source: Nielsen.                                      ...
Smartphone growth     via IHS, August 2011                            22
The opportunity•   The smartphone is the    channel of “first choice” for    more and more consumers.•   By using the powe...
The opportunity•   The smartphone is the    channel of “first choice” for    more and more consumers.•   By using the powe...
Fixing the“dialtone”barrier             25
Call center integration is tough  Why?   closed, proprietary nature of call center    infrastructure   multi-site operat...
Cloud is the answer  For the forseeable future, the only  answer is to set up a layer “above” the  call center mess       ...
The impact of Social Media                             28
“Contact us”… the company’s way.                                   29
“Contact us”… the customer’s way Some gems from a random day in May:                                       30
A new urgency… Social media is now a real-time, always-on scoreboard for customer service.                     31
Commenting on companies…     For active Twitter users, at least     once a week…     33% share opinions about     companie...
OnHoldWith.com                 33
The good news• Many complaints focus on a few things:  • Waiting on hold  • frustrating phone menus  • being transferred b...
Introducing FonoloAn easy way for companies toimprove the calling experience      for their customers while making their c...
What does it look like?After the company embeds the Fonolo widget on their site, callers canconnect directly to points ins...
Fonolo on a smartphone                         37
Building on top of the existing system      Fonolo takes the        …and replaces it with an     companys existing     int...
The process                       Customer is free  Call-     Pre-Call    Fonolo  point      Que-        dialsselection   ...
The process                       Customer is free                         Fonolo       Fonolo         Agent              ...
The process                       Customer is free                              Customer on the line                      ...
Anatomy of a call center call                 Waiting      Exchanging   Discussing Navigating                 on hold     ...
Virtual queuing                  43
Pre-call questions                     44
Post-call surveys                    Post-call surveys provide                    a powerful way to get                   ...
Case studies               46
Sirius Radio               47
Example Twitter conversation                               48
Optus        49
Optus – in-person survey1. Reduction in average handle time: 15%2. Independent in-person survey:   >90% of respondents tha...
Royal Bank of Canada                       Manager of the Helpdesk:                        “Ease of deployment was a      ...
Royal Bank of Canada, cont’d                       Manager of the Helpdesk:                        “We hear from callers t...
Wrap-up          53
Features at a glance        Visual Dialing       Reduce zero-outs and get callers to the                             right...
New pricing!
Any Questions?                              Our latest whitepaper:                      “Your Customers are on the        ...
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How Call Centers are Being Reshaped by Smartphones, Social Media and Fed-Up Consumers

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Fonolo discusses how smartphones, social media, and consumers are reshaping the call center industry.

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How Call Centers are Being Reshaped by Smartphones, Social Media and Fed-Up Consumers

  1. 1. How Call Centers are BeingReshaped by Smartphones, Social Media and Fed-Up Consumers March 7, 2012 Brought to you by: and 1
  2. 2. How Call Centers are Being Reshaped by Smartphones, Social Media and Fed-Up ConsumersToday’s speaker: Shai Berger, Co-Founder and CEO of Fonolo shai@fonolo.com @shaiberger 2
  3. 3. Whatphonesusedto do: 3
  4. 4. Whatphonesdo now: 4
  5. 5. What callcentersused to do:What theydo now: 5
  6. 6. What hashamperedcall center the dialpadinnovation? the dialtone
  7. 7. Today’s webinar1. Three big flaws in the call center experience2. Removing the barriers to call center innovation3. The impact of social media4. Introduction to Fonolo5. Case studies 7
  8. 8. The call center “pipeline” Waiting Exchanging Discussing Navigating on hold info with agent Call Agent Call starts answers ends 8
  9. 9. Navigation 9
  10. 10. The navigation problem• The keypad is inherently limited.• We’re locked-in to a spec created in 1960!• Decades of research and trials have squeezed as much out of it as possible.• But still a very high rate of zero-outs and misnavigation. 10
  11. 11. Voice recognition• Was supposed to be the cure-all solution but has not lived up to expectations.• Great for certain use-cases.• But still strongly disliked by users. 11
  12. 12. Waiting on Hold 12
  13. 13. Waiting on hold• Everybody hates it.• It’s a “lose-lose” approach to queuing.• There is an obvious alternative… 13
  14. 14. Getting info to agents “Can I have your customer ID?” “Do you have a reference number?” “Please read out the tracking code…” 14
  15. 15. Getting info to agents  Callers often have to repeat information.  Agent time wasted waiting for a caller to find information.  Agent time wasted trying to communicate data. 15
  16. 16. Revisiting the “big 3” flaws We know the solutions! Phone menus Visual navigation 16
  17. 17. Revisiting the “big 3” flaws We know the solutions! Phone menus Visual navigation Waiting on hold Virtual Queuing 17
  18. 18. Revisiting the “big 3” flaws We know the solutions! Phone menus Visual navigation Waiting on hold Virtual Queuing Repeating info Pre-call questions So what’s the hold up? 18
  19. 19. Fixing the“dialpad”barrier
  20. 20. Web + Smartphone =An interactive visual interface for nearly everyone 20
  21. 21. Smartphone growth Data covers the 3 months ending May 2011. Source: Nielsen. 21
  22. 22. Smartphone growth via IHS, August 2011 22
  23. 23. The opportunity• The smartphone is the channel of “first choice” for more and more consumers.• By using the power of this platforms, companies can make calls “smarter”, solving flaws in the call center experience. 23
  24. 24. The opportunity• The smartphone is the channel of “first choice” for more and more consumers.• By using the power of this platforms, companies can make calls “smarter”, solving flaws in the call center experience. 24
  25. 25. Fixing the“dialtone”barrier 25
  26. 26. Call center integration is tough Why?  closed, proprietary nature of call center infrastructure  multi-site operations  outsourced call centers  organizational silos 26
  27. 27. Cloud is the answer For the forseeable future, the only answer is to set up a layer “above” the call center mess 27
  28. 28. The impact of Social Media 28
  29. 29. “Contact us”… the company’s way. 29
  30. 30. “Contact us”… the customer’s way Some gems from a random day in May: 30
  31. 31. A new urgency… Social media is now a real-time, always-on scoreboard for customer service. 31
  32. 32. Commenting on companies… For active Twitter users, at least once a week… 33% share opinions about companies or products 32% make recommendations 30% ask for themSource: April 2010 study by ROI Research 32
  33. 33. OnHoldWith.com 33
  34. 34. The good news• Many complaints focus on a few things: • Waiting on hold • frustrating phone menus • being transferred between agents• Those things are fixable! 34
  35. 35. Introducing FonoloAn easy way for companies toimprove the calling experience for their customers while making their call center more efficient. 35
  36. 36. What does it look like?After the company embeds the Fonolo widget on their site, callers canconnect directly to points inside the phone menu. 36
  37. 37. Fonolo on a smartphone 37
  38. 38. Building on top of the existing system Fonolo takes the …and replaces it with an companys existing intelligent visual interface… phone-based process... …presented on their web site or mobile application. 38
  39. 39. The process Customer is free Call- Pre-Call Fonolo point Que- dialsselection stions Company 39
  40. 40. The process Customer is free Fonolo Fonolo Agent Navigates on hold Whisper Call- Pre-Call Fonolo Agent point Que- dials answersselection stions Company 40
  41. 41. The process Customer is free Customer on the line Fonolo Fonolo Agent Discussing Navigates on hold Whisper with agent Call- Pre-Call Fonolo Agent Fonolo Fonolo connects point Que- dials answers dials customer & agentselection stions Company customer 41
  42. 42. Anatomy of a call center call Waiting Exchanging Discussing Navigating on hold info with agent Call Agent Call starts answers endsVisual UI Pre-call Q’s + + Post-call Hold-for-Me Deep Agent survey Dialing Whisper 42
  43. 43. Virtual queuing 43
  44. 44. Pre-call questions 44
  45. 45. Post-call surveys Post-call surveys provide a powerful way to get feedback. 45
  46. 46. Case studies 46
  47. 47. Sirius Radio 47
  48. 48. Example Twitter conversation 48
  49. 49. Optus 49
  50. 50. Optus – in-person survey1. Reduction in average handle time: 15%2. Independent in-person survey: >90% of respondents that used Fonolo thought it greatly improved the experience. Much much MUCH better than getting the run around using one of the 13 numbers This saved me time and money calling from my mobile (as my landline was dead). Excellent system! Good to see that optus is finally doing something good! Really helped as we use VoIP and that doesnt allow 1300 and 1800 numbers. It is excellent that we are able to use this service, instead of paying for a vastly expensive mobile call when you have to wait on hold for ages. Definitely a great service! 50
  51. 51. Royal Bank of Canada Manager of the Helpdesk: “Ease of deployment was a key component in our decision to implement Fonolo.” 51
  52. 52. Royal Bank of Canada, cont’d Manager of the Helpdesk: “We hear from callers that they really appreciate being able to use Fonolo… It definitely makes the process more pleasant for them.” 52
  53. 53. Wrap-up 53
  54. 54. Features at a glance Visual Dialing Reduce zero-outs and get callers to the right agent the first time. Virtual Queuing Replace hold-time with a call-back. Happier callers and lower telecom costs. Pre-call Questions Reduce handle times by collecting info from callers before the call. Post-call Surveys Improve the customer experience by getting caller feedback in real-time. Smart-phone ready Easily add intelligent calling to your existing mobile application. Zero Integration Works with your existing infrastructure. Nothing to install. 54
  55. 55. New pricing!
  56. 56. Any Questions? Our latest whitepaper: “Your Customers are on the Smartphone. Is Your Call Center?” Free download here. Talk to us today to set up a free trial: Shai Berger, CEO shai@fonolo.com Chris McLean, Dir of Sales chris@fonolo.com 56

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